iTOK offers good technical support, and throws in security protection and online backup, but it's on the pricey side.

Though it's not a household name the way Geek Squad is, iTOK.net ($49.99 and up) has offered tech support since 2004 and is a major player in the space. Remote support—the focus of our review—can cover a lot of ground when it comes to a misbehaving PC or Mac. Speeding up a sluggish machine, cleaning up malware, and setting up external devices like digital cameras, printers, and wireless network routers are well within iTOK's wheelhouse, and, in my testing, the service performed admirably for the most part—though its price was on the steep side. iTOK also offers on-site service, but that's even more expensive.

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What iTOK.net Will Cost YouiTOK.net offers both à la carteand subscription options for its services. Problems are classified as easy, medium, and hard, with one-time resolution fees of $49.99, $99.99, and $149.99, respectively. This last is exactly the same as what you'd pay for Geek Squad's one-time virus and spyware removal service. If you prefer a coverage plan, you have a choice of Gold and Platinum. For $19.99 a month and a one-time setup charge of $49.99, the Gold plan gets you lower but still substantial service charges for the above categories ($39.99, $79.99, and $119.99). A Platinum plan includes all repairs for $34.99 a month.

Adding a covered computer to either plan will cost you another $19.99 a month. All of this is quite expensive when you compare it with Geek Squad's $9.99 a month (with a $99.99 initial setup fee) for full coverage on up to three computers or tablets. It's also significantly more than iYogi's $179.99-a-year coverage plan. For this test, I used iTOK.net's Gold plan (which includes an antivirus software license).

The Test PlanMy test plan for these services involves at least three separate support sessions; that way, I not only test for different kinds of problems, but I also get a sampling of technicians, too.

The first test, malware cleanup, was the most difficult, and the most important from the standpoint of what users need in these services. I loaded up a Windows 8 laptop with undesirable "grayware" to drastically slow it down. This is one of the most common problems non-technical friends bring to me, so I wanted to see how the support service could handle it.

My system was so loaded down with rogue system-protection software, browser and search "helpers," and driver and install "protectors" that I could barely use the PC. In all, there were 15 undesirable programs I hoped the support service would remove—and one could not be removed using the Control Panel. The same set of problem software was reproduced for each support vendor by re-imaging the PC using O&O DiskImage 8.

In the second support call, I asked the technician to help me with a non-functioning iTunes installation. Finally, in the third and easiest session, the task was to set up a biometric device heath monitoring wristband device that didn't have the necessary software installed.

Getting Started with SupportTo get started with iTok, you click the site's Get Help Now button, which opens a form in which you explain your problem and enter your contact info. I was a bit surprised that there was no Web chat option, such as other services offer. When I finished iTok informed me that a Tech Expert would call within 15 minutes. I was also instructed to remain on the page, where, to get connected, you press a number code the rep tells you. There was no way to cancel the request. I didn't seem to be able to buy a service plan without first going through the support call. Not a big deal, but some may just want coverage before anything bad happens.

The iTOK Support Experience I got a call within three minutes and found myself speaking with David. The way these services usually work is that you first talk with a rep who does a basic analysis of your computer and then hands you off to someone more expert for repairs. David noted that I could either have the problems fixed by an on-site tech or over the Internet. iTOK staff have two remote-control options at their disposal: LogMeIn Rescue and Bomgar—both excellent systems that allow the operator to regain control of a PC even after a reboot.

As with Geek Squad, everyone I spoke with from iTOK spoke fluent American English—all the agents are U.S.-based, according to the company. David, based in Salt Lake City, was pretty knowledgeable; he placed a link on my desktop to a Microsoft TechNet article about Real versus Rogue security software. He also left me a Notepad file with his direct contact info. He then informed me that the full system cleanup/tune-up would take an estimated three hours—similar to what other services quoted me. David also said PCs should be serviced by a pro every three to six months—a thinly veiled sales pitch for the ongoing service.

David asked for my system password—iTOK didn't have a system for privately storing this the way Geek Squad did. We agreed that the tech specialist would call me when he needed my password after any reboots. iTOK didn't make as much of a point as Geek Squad or iYogi of informing me that I had the option to disconnect if I became uncomfortable with what the tech was doing on my PC.

I'd started talking with David at 2:34 p.m., and he passed control of my machine to a tech specialist named Lynn S at 3:20 p.m.—make sure you have some time on your hands when you decide to get your PC remotely serviced! Lynn ran a custom iTOK Tech Toolbox command line program downloader/launcher. This put a host of system cleanup tools at her disposal, including Autoruns, Malwarebytes, ESET, Kaspersky TDSSkiller, Rootkit Buster32, FixNCR, Trend Micro Housecall, Hitman Pro, RogueKiler, Norton and McAfee remover tools, and CCleaner. All of these are excellent choices for someone who wants to clean up a PC. Geek Squad has equally vast artillery, whereas iYogi only ran a preset tune-up/cleanup suite.

Lynn also went through my Control Panel Programs and Features section, removing obviously bad entries. She finally logged out of my PC at 11:33 p.m.; no doubt she was multitasking, fixing other folks' computers simultaneously.

Michael Muchmore is PC Magazine’s lead analyst for software and Web applications. A native New Yorker, he has at various times headed up PC Magazine’s coverage of Web development, enterprise software, and display technologies. Michael cowrote one of the first overviews of Web Services for a general audience. Before that he worked on PC Magazine’s Solutions section, which covered programming techniques as well as tips on using popular office software. Most recently he covered services and software for ExtremeTech.com.
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